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O2 Reviews

1.4 Rating 945 Reviews

9 %

of reviewers recommend O2

Company Reviews

1.4

Based on 945 reviews


Shipping & Delivery
Delivery Methods	Postal Service, Courier
Average Delivery Time	Next Day
Accurate And Undamaged Orders	Greater than 72%
Customer Service
Communication Channels	Live Chat, Telephone, Email
Queries Resolved In	Over A Week
Customer Service	1.3 out of 5
Returns & Refunds
Refunds Process	Difficult

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O2 1 star review on 18th April 2024

O2 1 star review on 18th April 2024

O2 1 star review on 18th April 2024

O2 1 star review on 18th April 2024

O2 1 star review on 18th April 2024

O2 1 star review on 18th April 2024

O2 1 star review on 18th April 2024

35

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“02 pulled a slammer on me when I just phoned to enquire about 02 charges. After not getting a clear answer, I ended the call only to find I have been entered into a contract with 02 WITHOUT MY AGREEMENT OR PERMISSION!!! And soon after that, they began sending me monthly bills after just 2 weeks after 'signing' me into a contract WITHOUT MY AUTHORITY OR PERMISSION!!! After that, I have been trying to contact 02 profusely to protest about their unauthorised 'slamming' me to engage me into a contract with them that I did NOT authorise!! They even tried to bribe me to accept a £50 sweetener not to cancel the unauthorised contract that they set up with me!! Damned cheek!! This is illegal and I have reported 02 to OFCOM who have confirmed that 02 have now been confirmed with slamming me in to a contract WITHOUT MY AUTHORITY OR PERMISSION!! And advised me to follow a link they gave me to bring action against 02!”

Posted 2 weeks ago

“The worst service. I have been misguided constantly. They cant do the most simple things. I dont know whats happen to 02 but the service is not at all the same. Hold time is more than 40 minuites. Then they take forever trying to take your security answer then the call drops. I have never been so frustrated as I have been with 02.”

Posted 3 weeks ago

“Absolutely horrendous! If you are having problems with o2 like myself, ask them for ‘Direct Access Request’ and ask for all your transcripts from as far back as 6months and take it to the financial ombudsman. O2 are shocking! Their customer service are Asian and don’t have a clue on how to deal with things. The retention team are UK and at times no better. You get better support in store but they can only do so much. I have had nothing but stress since I joined them end of May. I was with virgin but they did a switch over to O2. Because of that I should get double data. Everyday I get emails saying thank you for your request and they remove all my double data and travel inclusive minutes. Then I get another email the next day saying thank you for your request and they put it back on then a few days later it starts up again. The funny thing is no request has been made! I upgraded my phones which are still in a box unused because after upgrading couldn’t receive incoming calls. Then when I thought it was resolved they cut off our network because they were sending eSIMs without explaining it takes 24hours & the most important part you need to set up your O2 app in order to get it. So went in holiday for one week with no network and no way for us as a family to contact each other outside of the hotel. I have had the most stressful 6weeks with them and am taking matters further as they have violated their contract on more than one occasion and the transcripts will prove it. I’m going to a better network once this is over. My personal opinion is to walk away from them but it’s each to their own!”

Posted 3 weeks ago

“I have an issue with my phone numbers for 3months. Problem is not even solved. I have been issued with amounts I need to pay for services I have not even received. also I got letter from Moorcroft Debt Recovery limited, but my business number still not working. I have written 3 complaint letters, noone ever contacted me or phoned me. Everything started from April 2024, now its July 2024.”

Posted 3 weeks ago

“Terrible Customer Service, just send automated replies and tried to sell you products when you phone to complain, Unbelievable.”

Posted 3 weeks ago

“Went to the o2 shop in Hemel Hempstead today 02/07/24. A lovely guy called James helped me change my mobile number. It was a complicated request as I wanted to transfer an old number from an o2 account that my husband paid for to an o2 phone contract I had in my name. It took a while as the staff in the shop had not done that before. James was fab and so was the other guy that tried to help him do it. Between them they worked it out and managed to do it. Brilliant service, helpful, polite staff especially James and made my day. Thanks James and o2 for a great service. That’s why I love o2. Erica Brooker”

Posted 3 weeks ago

“1 star is to good 02 are shocking especially the customer service pushed pillar to post.”

Posted 3 weeks ago

“Have been with o2 for over 18 years, I sent my Apple Watch back to them for repairs as it was faulty and they sent back a refurbished one with no communication at all during the week this was gone. In cancelling my Apple Watch they managed to also blacklist my mobile device. I have spent hours on the phone to customer service pied off from department to deparment, written three emails to complaints service with no response and I am still without a working phone or watch which has been on going since 13th May. I run a small business which I've lost money on from not having a working device, I have just had surgery so I'm not able to be in contact with my medical team and I am unable to do online banking whihc requires two step authetication in the form of text message to my mobile number so have incurred charges there too. I was offered £35 credit today when I pay £100 a month for both watch and phone each month (its been more than a month without these services) and refused any gesture of good will. So much for being a loyal customer where none of the above issues with device is my fault - it's just entirely unacceptable.”

Posted 4 weeks ago

“I don't even have O2 yet the Debt Collection Agency continues writing to me stating that multiple accounts in my name were in arrears and I owe them money! Obviously fraudulent so reported to O2 the 1st time ... then the 2nd ... etc. Even though the Fraud Team said it had been sorted and details blocked, received another letter for a different agreement number and amount from the DCA demanding payment(s) again!? Was later sent a generic letter from the Fraud Team I have heard NOTHING from their Complaints Team when I cited concerns, particularly on my credit record. Would have thought that O2 would try everything to protect their reputation in light of reported criminal activities? Given their inability to manage serious issues or basic customer engagement, AVOID AT ALL COSTS!”

Posted 4 weeks ago

“I have documented proof that I paid my final bill after weeks of runaround, only to receive a letter from a debt collection agency that I was now in arrears?? 02 is deplorable with its service and will do anything to squeeze every last penny out of you. Would never recommend to even my worst enemy and they have lost a customer for life.”

Posted 4 weeks ago

“DO NOT USE THEIR SERVICE!! Awful company, not sure themselves what they are doing. imposible to get a call. Typing this fast and angry.. just no words f* o2...”

Posted 4 weeks ago

“I visited your Winchester o2 store on Sunday 16th June. I have to compliment the sales advisor 'Makki' who assisted me with a £10 sales voucher for my Mobile phone. He was very customer friendly, courteous, helpful and competent in his work. Therefore, if possible I would like a management member of the team to thank him on my behalf. Kind regards. Alan. R. Trott. 07934887142.”

Posted 4 weeks ago

“Unacceptable and unethical. I raised a complaint about fraudulent activity, but after two months, no action has been taken or inquiry made. I contacted O2 five times by phone and twice by email, yet they have not responded or resolved the issue. This reflects poorly on the company's business ethics and suggests misuse by their staff. I do not have any contracts with O2, nor have I applied for any products or services from O2 or their suppliers. Someone used my personal details to create two accounts with O2. Despite raising a complaint, O2 has not supported or investigated this fraudulent activity. Please be aware of O2's lack of response to such serious issues.”

Posted 1 month ago

“Callum at Kendal is very helpful and knowledgable particular at our age .He is a credit to O2”

Posted 1 month ago

“Worst company I have ever dealt with in my life. Would give zero if that was possible. Been trying to cancel wireless dongle since 10th May. Numerous phone calls with abysmal very difficult to understand advisors, actions promised but simply not carried out. No response to emails. Wouldn't recommend to my worst enemy.”

Posted 1 month ago

“Do NOT go with O2!!! I had been with O2 for the past 12 years, but over the past few years they switched their customer service from the UK to somewhere in Asia. The workers have NOT been trained on O2 products at all. It has taken them 6 months to cancel my airtime plan (which I am fully entitled to in my contract). I also did NOT receive a refund for the past 6 months, even though I wasn’t using the airtime plan (I moved to Australia, so got a new phone provider). I think it’s disgusting that they would do this to someone who has been with them for 12 years. I had been calling them nonstop over these months, and even constantly messaging on the app in which they would always end my chat or hang up the call. Initially they told me I had to wait to cancel my airtime plan (which I did), and then when I contacted them again after waiting, the workers were confused and didn’t know you could split an airtime plan and a device plan. I sent them screenshots of a previous worker who told me I could do this and to wait, alongside screenshots of where it says you can cancel online and also screenshots in the contract. Again, they’d just end the chat or hang up. I’m not sure if they just didn’t want me to cancel or if they are uneducated. Let’s not forget to note that most of the time they do not pick up the phone either, or the chat option says they’re unavailable on the app - so this was EXTREMELY painful when I would get through and they’d end the chat. I never ever complain or leave bad reviews, but I was so frustrated I was crying after each conversation - I’ve never received such poor customer service from a business. Most of the workers I spoke to were also very rude (despite me being polite). Also - somehow from December 2023 to Jan 2024 my FIXED airtime plan increased from £25 to £55. Every time I asked about this they just told me this happened to all phone companies, which is not true. If you want to keep your sanity and YOUR MONEY, do not go with O2.”

Posted 1 month ago

“Een ster is nog te veel voor dit vreselijke bedrijf wordt al vanaf september vorig jaar àlles behalve normaal geholpen”

Posted 1 month ago

“Terrible customer service. Phone number stopped working as part of the switch and impossible to contact them then because they only allow contacting them by using the phone number as MFA (now broken of course) or via staying on hold for hours... Just give me my money back please! This can't be legal.”

Posted 1 month ago

“Blocked from logging on on holiday do I can't add bolt ons on holiday so couldn't access any details of flights etc”

Posted 1 month ago

“I was unknowingly scammed in 2017, and only found out this past October (I know… how stupid of me not to notice). I am now being scammed by O2, because of the constant runaround’s.. and LIES (in my opinion) about refunding the money that I am owed! O2 has acknowledged that I was scammed… but does nothing about refunding my money. It’s been a very stressful, and soul destroying experience. I have been a VERY loyal customer for many, many years.. and never had any problems (that I KNEW about anyway 😂) until October 2023. This is NOT the way to treat customers. I feel like I got scammed twice…”

Posted 1 month ago

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O2 is rated 1.4 based on 945 reviews